Sales Support at FinIT Select Staffing

Sales Support

Key Performance Areas

Auctioning of new store activations + deactivations which is put through change control

process and managed until done.

PGS monitoring and maintenance to ensure SLA levels are met.
Day to day operational issues such as, report issues, store not connecting, will be logged

on the incident system and managed until completion.

Monitoring and assigning the incidents and ensuring timeously response is given by

constantly following up with the relevant resources.

Attending weekly/monthly visitor meetings with our customers in order to resolve any

issues that may have arisen when required or requested by the CRM/ Sales
representative.

Preparation of all documentation required for all Sales representatives prior to leaving

for a meeting.

Preparation of the minutes, reports, claims, invoices to be prepared on a monthly basis
in order to provide the sales representative with a pack of documents prior to them

leaving for a meeting with the client.

Maintain and improve our service levels
Managing and Monitoring progress of airtime projects. This will entail liaising with

project leaders and will encompass testing plus sign-off.

Crisis Management: Constantly dealing with escalations and trying to resolve with the

relevant departments (From web-support, operations, customer care, etc)

Resolving Prepaid Electricity issues: queries received via telephone, fax or email from

collectors, receivers and consumers.

Resolving Airtime issues
Resolving GVS issues.
Resolving all VAS issues
Assisting CRM’S with current processes/current systems, etc
Constantly assisting the technical departments of clients with terminal issues, area

restrictions, server issues, etc (Be prepared to often work after hours)

communication skills (written and verbal)

Keeping abreast of any new products or solution within the environment
Understanding timelines and expectations relating to the deliverables expected of you
Ensuring at all times that the client queries are resolved within a couple hours unless

there is a larger issue.

Escalation to Team leader of any production incidents as well as the CRM/Sales
representative and department manager of such issues.
Assisting Receiver CRM’S or Receivers with payment queries, report issues, late files, etc
Position entails being the contact point for the following:

o Web Support
o Operations
o Customer Care
o Third party support
o Third party collector and receiver support

Qualifications
Matric

Experience

Have excellent verbal and written communication skills in order to make the client
(internal and external) experience a success

Have a confident yet reassuring manner with clients at all times. Good telephone and

face-to-face personal skills are essential

Have good customer service skills
Be self-driven and have high energy levels
Be organized and assertive
Be a logical thinker
Be able to work independently, under pressure and with a high level of responsibility
Be able to work overtime and on weekends when require

Desired Skills: